Author

Bill Pollock

Bill Pollock is president & principal consulting analyst at Strategies For Growth (SFGSM), the independent research analyst and consulting firm he founded in 1992. Bill is a prolific author and speaker on all things service, and a regular contributor to Field Service Digital. For more information, Bill may be reached at (610) 399-9717, or via email at wkp(at)s4growth.com. Bill’s blog is accessible at PollockOnService.com and via Twitter @SFGOnService

Research analyst firm Strategies For Growth has just launched its “2019 Warranty Chain Management (WCM) Benchmark Survey Update” and would like to invite you to participate. This is the firm’s fifth annual tracking survey conducted among WCM professionals.... Read more

When it comes to customer relationship management (CRM), most service managers have at least a fair understanding of who their customers (i.e., C) are and what kinds of relationships (i.e., R) their business has with them. But even good managers often don’t... Read more

Research analyst firm Strategies For Growth has just launched its 2018 Field Service Management (FSM) Tracking Survey and would like to invite you to participate! Our Infographic from last year’s survey results provided a synopsis of how the UK/Europe FSM market... Read more

The Internet of Things has already had a significant impact on field service management in industries like aviation, energy and medical devices — and it’s only the beginning, says Bill Pollock, president at Strategies for Growth. Here, he discusses the coming... Read more

Numerous research studies have shown that customers are most likely to evaluate the performance of their field service technicians initially on the basis of their product knowledge, technical skills, responsiveness, and professionalism. As a result, an... Read more

People with physical disabilities have greater mobility than ever before thanks to sidewalk ramps and graded building entrances and exits. The sight-impaired can navigate city streets with audible street-crossing systems and mapping apps, while the hearing-impaired... Read more

Service organizations likely have a solid understanding of their customers’ equipment and services, from hardware schematics and software specs to repair documentation and support histories. That’s a good start, but as a service technician eager to manage... Read more

The biggest mistake field service technicians can make is thinking that they simply need to arrive at a customer’s site on time and fix the equipment. That is primarily how to measure a technician’s performance, but it’s not everything—not even close.... Read more

Conceptually, it is easier to appease management by providing them with a series of “quick wins” than it is to make them wait to see the results of a more complicated, longer-term strategic planning effort. But the organization will build its future on the... Read more

The field service management competitive landscape has probably changed more in the past two years than in the dozen years before, in terms of structure, presence, influence and use. And the changes aren’t over — there is likely to be more market consolidation,... Read more